sheraton standards1

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Sheraton Brand Standards - EAME 2002

Number Type ( R = Resort, A = Airport) Standard

A.00.00.00 BRANDED PRODUCTS AND PROGRAMS

A.01.00.00 MANDATORY PROGRAMS

A.01.01.01S ESSENTIAL STANDARD:

All hotel associates have been trained in the Sheraton Cares for You program.

A.01.02.01S ESSENTIAL STANDARD:Hotel has implemented the Starwood Hotel Expert/Rapid Response program or Guest Service Center.

A.01.04.01 ESSENTIAL STANDARD:

Hotel staff members have completed the training for and implemented the learning from the Starwood Be

Bright training program.

A.01.05.01 ESSENTIAL STANDARD:

Hotel staff have completed and implemented the Starwood ABC's of Housekeeping training program.

A.03.00.00SSHERATON ROOM UPGRADES: CLUB ROOMS AND LOUNGES, TOWER, PREMIUM AND SMART

ROOMS

A.03.01.01S SPG Preferred Rooms/Floors contain all of the following features:- Furnishings equivalent to a deluxe category room- Bathrobe- Complimentary bottle of mineral water in excess of 0,2l, replenished daily- Expanded amenity package, which includes, at a minimum, vanity pack and mouthwash- SPG preferred rooms are indicated with signage for individual rooms or with floor signage in the elevator landingif applicable to all rooms


Sheraton Hotels offer Club Level guestrooms.


Club Lounge Description


Club Lounge FF&E Includes:


Club Lounge Services

A.03.03.01S Towers Guestrooms:

A.03.03.02S Towers Guestrooms:

A.03.03.03S Towers Lounge:


Sheraton hotels offer Smart RoomsTM. Smart Rooms are optional at Resort and Vacation locations. Smart

Rooms are to be sold first and then used for Starwood Preferred Guest program award redemption.

Smart Rooms have all services and amenities of Club Level accommodations plus additional services and

Copyright 2002 Starwood Hotels & Resorts Worldwide, Inc. Confidential. All rights reserved.





A.03.05.01S Premium Guest Suites: These upscale suites categorized as Executive, Presidential, Governor or Hospitality-type suites have the same in-room amenities and finishes as Club Level guestrooms plus the following additionalitems:-Cordless telephone (Please refer to StarwoodOne EAME - Procurement - Agreements.) in addition to hard-

wired telephones- Television in living room must be at least 41" and have a remote.

B.00.00.00 TECHNOLOGY

B.01.00.00 HIGH SPEED INTERNET & BROADBAND TECHNOLOGY

B.01.01.01 A Starwood ONE access-computer with modem or DSL with browser is available and accessible for all associateswhose job function requires access to Starwood ONE.

B.02.00.00 INTEGRATED PROPERTY SYSTEM (IPS)

B.02.01.01 ESSENTIAL STANDARD:

Hotel has a property management system (PMS) with a bi-directional on-line connection to Starlink per

Starwood IT Specifications. Both Fidelio and Galaxy platforms are acceptable. Alternative systems only

acceptable with approval of IT Director EAME.

C.00.00.00 ASSOCIATE APPEARANCE AND SERVICE

C.01.00.00 SERVICE

C.01.01.01 Associates follow the "10-5 Rule" by smiling and making eye contact at 10 feet. and greeting the guest at 5 feet.

C.01.01.02 The "5-Step Rule" (associate walks five steps with the guest when offering guests directions inside hotel andgestures with an open hand, never pointing) is followed, when feasible.

C.01.01.03 Associates:- Avoid using hotel jargon or slang terminology in the presence of guests;- Ask rather than demand of guests ("Do you mind waiting?" vs. "Please wait."); and- Use proper and courteous vocabulary. They address gentlemen as "Sir" and women as "Ma'am or Madam" if

the guest name is not known. They use words such as "please", "yes", "hello", "thank you" and "certainly" and donot use words such as "yeah," "hi," "thanks" and "sure."

C.01.02.01 All property-based reservations, telephone operators, front office, concierge and service (bell) staff provideaccurate responses regarding hotel facilities and surrounding area.

C.01.03.01 Associates recommend hotel food and beverage facilities first, provided it does not conflict with guest request(e.g., guest requests Asian food and hotel restaurant is continental).

C.01.04.01S Guest contact associates execute problem resolution using "Sheraton Cares for You" procedures as follows:- Guest complaints and issues are logged / hotel maintains log of service and facility complaints.- Guest complaints or issues are resolved using WOW Recovery Guidelines which are part of the STAR ServiceStandards (Smile and greet, Talk and listen, Anticipate needs, Resolve problems).- Guest is contacted within 30 minutes after resolution to ensure guest is satisfied with outcome (in check-outsituation, guest is asked if problem is resolved to their satisfaction before they leave).






C.04.00.00 TELEPHONE COURTESY

C.04.01.01 All calls (internal and external) are answered within three rings.

C.04.01.02 When answering external calls and leaving outgoing voicemail messages, the Starwood-approved hotel name isused.

C.04.01.03S External calls are answered personally (not via a recording) within 3 rings, 24/7.C.04.01.04S External calls are not answered directly at the front desk from 7:00AM - 11PM, 7 days per week.

C.04.01.05 Operators greet in-hotel callers by name, identify themselves and department and offer assistance. They do notask for the guestroom number if hotel has caller ID equipment; however, operator confirms room number withguest.

C.04.03.01 Associates are courteous and friendly when conversing on the phone. They speak clearly and distinctly anddisplay a sincere interest in the caller.

C.04.04.01 When placing a caller on hold, operators ask if the caller is willing to wait, inform the caller of the expectedduration of the wait and thank him/her for waiting.

C.04.04.02 Background hold music may be used, but only easy listening or indigenous music is played. "Dead air" (silence)or radio stations are not permitted. Professional internal advertising is permitted.

C.04.04.03 After the caller has been on hold for one minute, operator returns and asks if the caller would like to continue to

hold or receive a call back.

C.04.05.01 When transferring or routing, operator explains that the call will be transferred, informs the person receiving thecall of the caller's identity and the nature of the call (if possible).

C.04.08.01 All unanswered calls ring back and/or be answered by the operator within 20 seconds or six rings unless the voicemail picks up. Caller must be informed of status of call (i.e. "I’m sorry, there is no answer in the room.").

C.04.08.02 Upon callback, operator asks if they may transfer to voice mail (where applicable) or take a message.

C.04.09.01 Paging by loud speaker or public address system is not permitted unless during an emergency.

C.04.10.01 When leaving a recorded message for a guest, associates provide professional greeting, associate name anddepartment.

C.04.11.01 Guests are offered easy access to their preferred long distance service for credit card calls; call blocking is not

permitted.

C.05.00.00 WAKE-UP CALLS

C.05.01.01 Wake-up calls are available 24/7 and are made within 5 minutes of time requested.

C.05.02.01 Wake-up call requests are reconfirmed by repeating guest name, wake-up time and room number, using theappropriate salutation.

C.05.03.01 Wake-up call delivery includes greeting, guest name (if possible), purpose of call and pleasant closing. Bothautomated and personal calls follow this standard.

C.05.04.01 All unanswered wake-up calls will be repeated within 5 minutes. If call remains unanswered after another 5minutes, it is investigated by a staff member. Logbook is to be kept for 48 hours.






D.00.00.00 RESERVATIONS AND FRONT OFFICE

D.01.00.00 RESERVATIONS

D.01.01.01 Hotel accepts reservations 24/7; when on-site reservation office is not staffed, calls are forwarded to MARS.

D.01.02.01 When a reservation call is placed on hold, caller hears sales message that includes the proper name of hotel,central reservations number, and any current promotion in which hotel is participating ("ask for rates"). Externaladvertising or radio station broadcasts are not permitted.

D.01.03.01 All reservations calls include the following components:- Arrival date- Number of nights- Caller's full name including title- Acknowledgement if caller is repeat guest- SPG or FFP #- Room type, bed type, special requests- The room type (bed type, smoking/non-smoking) is confirmed/guaranteed to the guest as available- Number of guests- Address, phone number and e-mail address- Group or company information, if applicable

- Room rate- Room taxes, resort fees, and other applicable charges- Arrival time- Method of payment and/or guarantee- Confirmation by web-mail if available

D.01.03.02 The following additional components are included in the reservations process:- Reservation representatives are knowledgeable about the hotel room types and rates- Reservation representatives offer to upsell accommodations- Reservation representatives attempt to close the sale- Guarantee/cancellation and early departure policy is reviewed- Reservation/confirmation number- Recap of reservation- Closing remarks using guest's title and name, and thank you.

D.01.04.01 The hotel is represented on or linked to the Starwood/brand site on the internet and meets the following criteria:

- Web site accurately reflects the hotel's facilities and services.- The hotel's photography reflects the current facilities and services available.- A map offers pinpoint directions to the hotel.- The reservation section allows the user to complete a reservation.- Format follows Starwood-issued template, if provided.






D.02.00.00 CHECK-IN

D.02.01.01 All front office stations are equipped to handle check-in, check-out, key validation, parking validation (whereapplicable) and monetary transactions.

D.02.02.01 All accessible rooms are pre-blocked.

D.02.03.01 Check-in time is 3PM, although guests are accommodated earlier when possible.

D.02.03.02 A Based on availability, the daybreak rate is provided to guests between 8AM and 6PM.

D.02.05.01 Check-in process does not exceed 5 minutes. Procedures are in place to ensure that queues are kept to aminimum.

D.02.06.01 ARRIVAL process is followed at check-in and consists of the following components:- Immediate positive eye contact- Smile and welcome guest to hotel by stating "Welcome to the [Hotel Name]. How may I help you?"- Posture is welcoming- Eye contact is maintained whenever possible- Repeat guests are welcomed back- The guest's name is verified and used, with title (i.e. Ms., Mr., Dr.), a minimum of two times duringcheck-in

- Reservation information is verified (length of stay, room preference, payment, special requests)- Room numbers are indicated in writing and are not stated out loud during check-in

- SPG members preferences are recognised- Disclaimer regarding the NFO questionnaire noted and participation requested.

D.02.06.02 Guests approaching front desk are immediately acknowledged as follows:- If associate is assisting another guest, either in person or on telephone, associate assures guest approachingdesk that they will be assisted shortly.- If telephone rings while associate is helping guest, associate excuses him/herself, answers call, and puts calleron hold per telephone standards.- When more than one guest is in line, waiting guests are acknowledged and told someone will assist themshortly.

D.02.06.03 Early departure fees are explained to the guest (when applicable) and the departure date is confirmed beforepresenting the key to the guest.

D.02.07.01 Messages, faxes and packages received prior to arrival are given to guest at check-in.

D.02.08.01 Room rates printed clearly on the registration card and are not stated out loud during check-in.

D.02.08.02 Arriving guests are issued keys to clean and vacant rooms only.

D.02.09.01S Luggage assistance is offered and directions are provided to the guest.

D.02.12.01 Guest Relocation Policy: Guestroom will be held for all arriving guests with guaranteed reservations until check-out time the following day. For all non-guaranteed reservations arriving prior to set cancellation time, and in theevent of the need to relocate a guest holding a confirmed, guaranteed reservation, hotel will pay for a room (atanother Starwood hotel, when possible), transportation and two phone calls, and arrange to bring the guest backto the hotel. The guest's name is noted in the PMS system to facilitate messages, etc. A letter of apology andamenity is delivered to the guestroom upon the guest's return.






D.03.00.00 SPG FULFILLMENT

D.03.01.01 ESSENTIAL STANDARD:

Hotel participates fully in SPG program as evidenced by:

- SPG members check-in at specially designated station with appropriate signage and are pre-registered

with room assignment, arrival and departure times.

- SPG program details are displayed at check-in (including information about instant awards).

D.03.02.01 SPG services demonstrated include:

- SPG guests are acknowledged by name for their loyalty to Starwood at check-in and given room

upgrade when available and applicable.

- Platinum and VIP guests receive in-room welcome amenity per SPG guidelines. Platinum and VIP

Preferred are upgraded to best available room, including suites (specialty suites, such as Presidential and

Honeymoon, are excluded), and receive complimentary access to fitness facility and Club/Executive

lounge.

- SPG award policies are followed regarding Free Nights awards (no blackouts) and 72-hour availability

for Platinum and VIP level is honoured.

- SPG members receive services/benefits per their Member Preference Profile.

- 4PM late check-out for qualified members (Preferred Plus, Corporate, Gold, Platinum, VIP); resort

locations based on availability.

D.03.03.01 If there is no notation of SPG membership upon arrival, each guest is asked if they are a member, and if

not, are invited to join program if paying a qualifying rate as described in the SPG manual.

D.03.04.01 Starwood Preferred Guest program members at the Gold, Platinum and VIP levels are not relocated when

holding a guaranteed reservation.

D.03.05.01 Starwood Preferred Guest program members receive the correct number of Starpoints as evidenced by a

notation on their guest folio.

D.03.06.01 All food and beverage outlets participate in SPG awards per SPG program guidelines.

D.04.00.00 GUEST INFORMATION SERVICES & CONCIERGE

D.04.01.01S R Concierge service is in a visible location in the lobby. Services are provided 24 hours and may be provided byfront desk, concierge, bell staff and or Guest Service Center (except for Resort locations).

D.04.02.01 The following services and information are provided in the hotel lobby, either through front desk, service stand orconcierge desk, as appropriate:- Regional and local maps including written directions to popular destinations (available from all lobby servicelocations)- Postage stamps are sold and outgoing mail accepted; overnight delivery arranged- Luggage storage- Restaurant information and reservations

D.04.02.02S In addition to information, reservation services are available for all of the following:- Airlines- Local tours and attractions, and shopping guide- Local transportation, including car rental and limousine service- Hotel and off-premise restaurants- Sports and theatre tickets






D.04.02.03 BABYSITTER WAIVER OF LIABILITY (SUBJECT TO CHANGE DEPRENDING UPON WHITE PLAINS INPUT)

When babysitter services are provided to hotel guests by the hotel via independent third party providers, the guestmust sign the following waiver and information form:

“As a courtesy to our guests, the ________ Hotel has compiled a list of independent third parties who may beavailable to provide babysitting services in hotel guest rooms. The ________ Hotel makes no representations

concerning the quality, reputation, or safety of the persons appearing on this list. The ______Hotel advises theguest to determine that the person(s) chosen by the guest to provide babysitting services is bonded and/orinsured. The __________Hotel, its owner, and its manager (if a franchise, “its Licensor”) , and their affiliates,expressly disclaim, any liability, and the undersigned guest hereby waives any claims which may be broughtagainst the same for any loss, death, injury or damages resulting from the services provided by the independentproviders of the babysitting services.

Agreed and accepted:

(Signature of guest)____________________________________________

D.04.02.05 The following information listings on activities and services are available in the lobby or in guestroomcompendiums:- Local restaurant guide- Sporting events- Business / secretarial services- Medical services- Shopping guide- Upscale nightclub / evening entertainment guide- Limousine services- Car rental agencies- Theater information and schedules- Airlines and airport information- Hairdresser / beauty salon- Tours / excursions information- Local florist information- Health club / massage information- Hotel reservations- Religious services

- Children's activitiesIf prepared by hotel (e.g., not a published guide), information listings are consistent with Brand Graphic Standards.Advertising is not permitted in guestroom compendium.

D.04.02.06 Exchange rates and currency exchange provided at all hotels. Type of currency is market-driven.

D.04.03.01 Guests are notified in advance of unavailable services, products, closed facilities and delays.

D.04.04.01 Guests are notified of messages, mail, packages within 30 minutes through guestroom voicemail. Unclaimedmessages are delivered to guestroom by 21:00 in a logo'd hotel envelope.






E.00.00.00 PUBLIC AREAS

E.01.00.00 COMMON AREAS

E.01.01.01 Parking pavement, driveways, and landscaped areas are clean, in good condition (no uneven sidewalks), changesin elevation properly marked, well-lit and free of debris.

E.01.01.02 Parking lot striping and accessible spaces are clearly visible.

E.01.01.03 Parking area provides directional signage to hotel and disclaimer on liability limits.

E.01.01.04 Landscaping is free of weeds and debris, and is manicured and augmented with seasonal color and accents.

E.01.01.05 Minimum of three flags are flown (including Country& Brand ) per local and/or national protocol. They are cleanand in good condition.

E.01.02.01 All glass doors have brand decal affixed to the pane at 1.5 Mtrs. (design follows Brand Graphic Standards).

E.01.02.02 Ash urns and waste receptacles are conveniently located adjacent to all hotel entrances. Receptacles areregularly emptied.

E.01.03.02 If public and house telephones are available, they must include the following:- Note pads and pens at each telephone station.- Current telephone directories with covers.- House phones are programmed for direct ring-down to Guest Service Center and are not capable of directdialing to guestrooms.

E.01.03.03 House phones with direct dial to hotel operator or Guest ServiceCenter, are located at each elevator landing onguestroom floors.

E.01.03.05S Plants are live with healthy and shiny leaves, or high quality imitation (e.g., no plastic).

E.01.03.06 Where appropriate, a coat check facility is provided for use by patrons. Hangers are of high quality wood oracrylic. Wire hangers are not used. Receipts are given in exchange for checked in items.

E.01.04.01 The following public areas in the lobby and reception area are free of stains, dust, debris, streaks, etc. and are inexcellent condition:- Walls, windowsills, windows and doors- Drapes, sheers and blinds- Floors- Glass and mirrored surfaces- Ceiling lighting, lamps, lampshades and chandeliers; lampshades adjusted with seams to rear (are also inworking order)- Vents- Desk, counters, service desks and work areas- Sofas and chairs- Cocktail tables (used newspapers removed or folded, magazines neatly arranged)- Furniture- Ashtrays- Bellcarts- Showcases- Plants and flowers, planters






E.01.04.03 Majority of public area cleaning takes place out of public eye and disturbance to guest is kept to minimum.

E.01.05.01 Back-of-house areas are clean and well-maintained:- Offices (sales, catering, executive)- Associate lounge- Associate lunchroom/cafeteria- Kitchen

- Laundry facilities- Loading dock- Locker/changing rooms- Restrooms- Store and Plant rooms

E.02.00.00 ELEVATORS

E.02.01.01 The following public areas in the elevators and stairwells are polished, free of stains, dust, debris, streaks, etc.and are in excellent condition:- Walls and doors- Flooring- Glass and mirrored surfaces- Ceiling lighting- Fire extinguishers- Vents

- Railings- Elevator tracks (check for cleanliness only)

E.02.02.01 If an associate experiences or hears of any issues regarding the hotel elevators, a call to the hotel operator (orGuest Service Center) is made immediately so that follow-up actions can be made by on-site staff or the contractservice provider.

E.02.02.02 If an elevator will be out of service for any length of time, appropriate signage is posted at the lobby elevator foyerand on each guestroom floor foyer.

E.02.03.01 Hotel associates use service elevator if available, rather than guest elevator.






E.03.00.00 RESTROOMS

E.03.01.01 All public restrooms have the following amenities, fully stocked and functional, and these amenities are polished,free of dirt, smudges, residue, etc.- A liquid soap dispenser for every two sinks- A wastebasket for every 4 sinks- 2 rolls of toilet paper for every toilet stall

- Air freshener system to maintain a pleasant but not overpowering aroma- 1 hand/face drying apparatus (per brand requirement) for every 4 sinks- 1 safety-type ashtray for every 2 sinks where public smoking is allowed (no matches inside ashtray)- 1 toilet seat cover dispenser for every toilet stall strongly recommended.- 1 soft facial tissue for every 4 men's restroom and 2 women's restroom sinks- 1 sanitary napkin dispenser for every women's restroom- 1 sanitary napkin disposal bag for every women's restroom toilet stall- Locking stall doors.

E.03.01.01S Restrooms are equipped with a hand/face drying apparatus which can be a stocked paper towel dispenser orupgraded hand towels and soiled linen baskets.

E.03.01.02 All stalls have coat hooks.

E.03.01.03 Mechanical toilet seat cover devices are not permitted.

E.03.01.04 Third party advertising is not permitted.

E.03.01.05S Baby diaper changing stations are available in at least one set of public restrooms (both men's and women'srestroom subject to customer mix). May be built-in or wall-mounted.

E.03.02.01 The following items in public restrooms are inspected to ensure they are polished, free of dust, dirt, hair, debris,calcium deposits, streaks and odor, and are in excellent condition:- Walls, windows, sills, doors and doorframes- Floors- Mirrors- Lighting (is also in working order)- Vanities, sinks and fixtures- Toilets and urinals- Wastebaskets (are not full)

E.03.02.02 Cleaning products are kept out of guest view.

E.04.00.00 SIGNAGE

E.04.01.01 ESSENTIAL STANDARD:

The following hotel and brand signage complies with current Brand Graphic Standards for logo design,

layout, color, font (if specified) and construction:

- Building signage

- Entrance monuments

- Porte cochere/Canopy signage

- Front desk signage

- Hotel directional signage

- Elevator signage

- Corridor signage

- Airport signage






E.04.02.02 SPG signage is present in SPG check-in area and floors where applicable and complies with SPG GraphicStandards.

E.04.02.03 Corridor and directional signage is uniform and consistent throughout hotel and is in excellent condition.

E.04.03.01S ESSENTIAL STANDARD:

Franchise hotels display ownership disclosure sign behind front desk and at outside entrances to on-

premise restaurants. Ownership disclosure also appears on business cards and executive stationery (perBrand Graphic Standards) and on checks and purchase orders. Ownership disclosure language follows

standard (see below).

E.04.03.02S In EAME Franchise Hotels, ownership disclosure must state::The (NAME OF HOTEL) is owned by (NAME OF OWNING COMPANY) and operated under a license issued by(for all brands except Westin) Sheraton International Inc. (for Westin: Westin International Services Corporation.)

E.04.04.01S Each Club Level and the Club Lounge have the correct, specialised signage at the elevator landing(s) andentrance to the Club Lounge.

E.04.05.01 There are no handwritten signs posted in the hotel; temporary signs follow Brand Graphic Standards, if specified.






E.05.00.00 LOGO USAGE AND PRINTED MATERIAL


The following out-of-room collateral and printed materials comply with current Brand Graphics Standards (if

specified) for logo, layout, color, font and official trademark names with appropriate symbols:

- Flyers and coupons

- Meeting facility guide

- Rack brochure / card

- Sales folders- Room key card

- Room key packet

- Fax cover sheet

- Fax delivery envelope

- Business cards

- Name tags

- Executive stationery (all correspondence is on original letterhead - photocopies are not permitted)

- Luggage claim tag

- Folio paper

- Guest registration form

- Safe deposit box access form

- Window decal

- Banquet notepads

- Telephone notepads

- Cocktail napkins

- Matchbooks

- Carpets (if logo'd)

- Podium graphics

- Vehicle graphics

- Gift certificate

- Any logo'd food and beverage items use current and correct brand logo. On premise F&B outlets that are

separately marketed from the hotel can use that restaurant's or lounge's logo on cocktail napkins, coasters and

matchbooks.

E.05.01.02 Property maintains an adequate supply of rack brochures for distribution to sales offices and other properties perBrand Graphic Standards.

E.05.01.03 Brochure racks, when present, are neat and fully stocked. Outdated brochures are removed and discarded.

E.06.00.00 ICE MACHINESE.06.01.01S Ice machines must be self-dispensing and should be located on each guestroom floor where possible. Ice

machine rooms are enclosed by a door (for new builds and appropriate renovations) to the guestroom corridor.

E.06.02.01 Vending and self-dispensing ice machines are enclosed and not open to public view; where machines in corridorsare not in a separate room, they are recessed and sound insulated.

E.06.03.01 Ice machine areas are clean and free of dust, stains, debris, service items, etc. and are fully functional:- Vents, walls, doors, machinery, pipes- Light fixtures- Floors (vacuumed and/or polished)






E.07.00.00 ATM & VENDING MACHINES

E.07.01.01S All rooms must have a mini bar.

E.07.01.02 Vending machine areas are clean and free of dust, stains, debris, service items, etc. and are fully functional:- Vents, walls, doors, machinery, pipes- Light fixtures

- Floors are vacuumed and/or polishedE.07.02.01S A It is recommended to have an ATM is located in the hotel. They are secured to wall or floor, are clean and well

maintained, and are available for guest use 24/7. This is required for Airport properties.

E.07.02.02 Service issues with ATMs are reported immediately to authorized service provider, and brand approved signageposted on the ATM to notify guests if machine is out-of-order.

E.08.00.00 Programs designed to direct accommodations for those with disabilities


Hotel provides accommodations for guests with disabilities. This

includes, at a minimum:

- Wheelchair access to all major areas of hotel and a substantial portion of the meeting and function

space.

- A minimum of guestrooms are set up per local guidelines, including wheelchair accessible sinks,

showers, toilet grab bars, and entry door viewers. Where local codes and regulations eceed the above,the local codes must be adopted.

- A sufficient number of auxiliary aids including wheelchairs, alarm clocks, doorknockers, etc.

- A wheelchair is available for guest use.

E.08.03.01 Human resources conducts staff training to ensure compliance with local disability regulations.






F.00.00.00 HOTEL SERVICES

F.01.00.00 BUSINESS SERVICES

F.01.01.01 ESSENTIAL STANDARD:

Business services are available 24/7. At a minimum, all hotels provide these eight services:

- Use of a personal computer with word processing, spreadsheet and presentation software and modem

- Laser printer with setup disks or CD ROM (allowing for printing from guest's laptop)- Fax machine

- Photocopy services

- Dedicated telephone lines for modem available for guest use

- Direct access to the Internet available

- Office supplies available including stapler, pens, tape, paper clips, paper

- Hotel provides e-mail address to which guests can forward documents for printing. Hotel lists e-mail

address and software versions in the compendium. Software must include Microsoft Office Suite,

upgraded within last 1 year.

F.01.01.02 Self-service Business Centers have informational and instructional signage to assist guests in operatingequipment and getting assistance as needed; clear pricing guidelines are visible, and signage is printed, notlettered by hand.

F.01.01.03S Staffed business centers open a minimum of 10 hours per day on weekday. Business centers have signage withposted hours, and information on how to get service after hours.

F.01.01.05 At a minimum, the Executive Office has an e-mail address and an internet connection.

F.01.02.01 In business centers that are staffed, guests are greeted upon arrival and assured of when service is or will beavailable; charges are fully explained to them in advance of work being performed; charges can be applied toguestroom account; guests are thanked, using their name if known, for their patronage as they depart. Staff isknowledgeable and responsive to all guests' needs.

F.01.02.01S Fax services include the following:- If requested, guests are able to send and receive their own faxes on hotel equipment (a hotel associate ispresent).- Guest faxes are treated as confidential, by placing them in full-sized sealed envelopes, without folding paper.- No charge for incoming faxes 5 pages or less via the main hotel fax line.

- Faxes are delivered to guest's room within 30 minutes of receipt.- Hotel e-mail address, telephone and fax number is listed on the guestroom telephone faceplate and in the GuestServices Directory.

F.01.02.02 Parcel packaging and wrapping service, as well as a variety of overnight packaging supplies and services, areavailable.

F.01.02.02 Associates can operate equipment and provide all services offered. (Inspector may ask "How do I print adocument from my laptop?" or "How do I connect my laptop to the modem?")

F.01.02.03 Hotel offers and clearly communicates the following service to guests: "Guests may send e-mail with attacheddocuments to be printed by the hotel at the front desk within one hour." Hotels may charge for this service.






F.02.00.00 FITNESS FACILITY


The hotel has an on-premise fitness facility which includes equipment specified in the brand's Design

Standards guidelines. Hotels may opt for an outside facility if the facility is of equal or better standard.

- A no-dial emergency telephone prominently located, visible and accessible to a wheelchair-bound

guest.

- Fitness facility is well lit and equipment is clean, well maintained and in proper working condition;magazines and newspapers are available and neatly arranged.

F.02.01.01S (New fitness facility standards are currently being developed - please check with EAME Technical Services before

designing or renovating your fitness facility.)For hotels up to 300 rooms, minimum, requirement is professional equipment ( Please refer to StarwoodOneEAME - Procurement - Agreements) including:- A mixture with at least 5 electronic, professional quality aerobic machines (stair climber, treadmill, stationerybike, elliptical/cross trainer, stair climber), plus one lower back machine.- Hotels must add one aerobic machine for every 100 rooms or fraction thereof over 300 rooms.- Individual resistance machines are recommended if space allows, alternatively a professional multi-purposemachine may be used. Please consult with EAME Technical Services.- Minimum television standard for fitness facility is one wall-mounted 53 cm TV viewable from all aerobicequipment, one TV for every two pieces of aerobic equipment (minimum size - 36cm), or a personal TV monitor at

each piece of aerobic equipment.

F.02.01.02 If the fitness facility staffed, associates abide by all service standards for hotel (uniforms, greeting, use of guestname, etc.). If staffed, guests are greeted upon arrival and offered assistance; charges are fully explained inadvance of services being performed; and guests are thanked, by name if possible, upon departure.

F.02.01.03S Minimum hours of operation for fitness facility are from 6AM to 10PM. Hours are posted. It is recommended that

facilities be available 24/7 (expected future standard 01/07/03) and controlled via key card system andmonitoring camera. Please ensure hotel liability coverage includes this.

F.02.01.04S At least one wall is mirrored, safety glass must be used.

F.02.02.01 Operating instructions for all equipment are posted along with relevant disclaimers.

F.02.02.02 Disinfectant, in the form of chemically pre-treated disposable wipes, is readily and visibly available to wipeequipment clean.

F.02.02.03 Adequate aisle space is provided between machines for safety purposes, ease of operation and access to alltypes of equipment. Fitness facility also includes:- A supply of clean towels and disposal bins- Televisions per brand standards- Wall clock- Bottled water, drinking fountain or cooler

F.02.03.01 Broken equipment is repaired or replaced within three (3) days. Computer-generated signs are posted, notifyingguests that machine is out-of-order and apologizing for the inconvenience.






F.03.00.00 SWIMMING POOL

F.03.01.01 Hotel/resort has a swimming pool which is clean, well maintained, and properly lit for night viewing andobservation of the pool bottom.

F.03.01.02 Depth markings (in both feet and meters) are clearly visible on top of the pool deck and on the inside of the poolabove the water line, per Starwood Loss Prevention Manual guidelines.

F.03.01.03 The bottom of the pool is painted a contrasting color when a change in depth begins. Where this is impossible, afloater line is required at 5-foot depth line.

F.03.01.04 "NO DIVING" signs are prominently displayed around the pool per Starwood Loss Prevention Manual and "NODIVING" is painted on the pool coping near the depth markings. A "NO DIVING" international symbol ispermanently displayed.

F.03.01.05 There are no diving boards, diving platforms or trampolines; slides are staffed as required by local safetyregulations and have local safety rules and regulations posted prominently.

F.03.01.06 Ladders and/or steps equipped with hand rails are at both shallow and deep ends of the pool.

F.03.01.07 The following items are available:- At least two life preservers visible and easily accessible.

- Pool towels are replenished regularly and used towels removed.- An auto-dial or direct dial to operator emergency telephone prominently located and visible, connecting to a 24-hour department staffed by associates trained to handle emergencies.

F.03.01.08 Hours of operation and pool rules are clearly stated and prominently displayed on brand approved signage.

F.03.01.09 If pool is unattended, sign is posted noting that pool is unattended and guests swim at own risk.

F.03.01.10 Pool water temperature of all heated pools indoor as well as outdoor should have a minimum temperature of 26-28 degrees celsius.

F.03.02.01 If whirlpool is present, it meets all applicable safety guideline and strtict hygiene standards.

F.03.03.01 Furniture (chairs, chaise lounges, tables and umbrellas) is clean, in good condition and coordinated with overalldécor.

F.03.03.02S The following amenities and services are available:

- A house phone is available and dials directly to the Guest Service Center.- Towels are located conveniently to the pool area.- An In-Room Dining menu is available for pool-side service.- Shower facilities are available by the pool

F.04.00.00 OTHER RECREATION FACILITIES

F.04.01.01S R Sheraton resorts offer a minimum of two of the following activities, either on premises or immediately adjoining:- Golf (tee times controlled by resort)- Tennis (pro available)- Beach sports (seaside resort)- Mountain sports (snow or cross country skiing, ice skating)- Spa






F.05.00.00 DOOR, VALET AND PARKING SERVICES

F.05.01.01 Door person, when present, opens passenger-side car doors and hotel entrance doors (unless automated). Ifapplicable, the parking valet opens the driver-side door.

F.05.01.01S Door service is scheduled and provided a minimum of 16 hours Monday through Sunday; service may be providedthrough the bell desk if it is visible and adjacent to the front entrance.

F.05.01.03S Door duties consist of the fol lowing:- Welcome guest to the hotel using the proper greeting- Promptly unload luggage- Explain choice of parking options- Provide directions to the registration area- Assume correct post, location, and posture- Maintain a clean area- Offer information on hotel room availability, F&B outlets, daily events and local directories

F.05.02.01S If provided, prompt and courteous valet parking service should be available 24/7.

F.05.02.02 Valet attendant, i f present, performs the following duties:- Greet guests warmly and welcome them to hotel, using guest name if possible. The valet asks for the guest's

name, if unknown, then writes the name on the valet parking ticket, and uses the guest's name in all furthertransactions.- Direct vehicles at the hotel entrance to keep traffic lanes clear.- Ensure unattended vehicles are not left in the entryway any longer than 10 minutes.- Provide hotel information and directions within the hotel and to local attractions.- Offer transportation assistance.- Explains to the guest how the car is to be claimed, in-and-out privileges, parking rates, and methods ofpayment.- Provides driver with numbered receipt.- Valet parking tickets contain liability disclaimer as per local requirement.- Car keys are kept in a secure and controlled location.- Automobiles are returned with the radio and seats in the same position as when the vehicle was turned over tothe valet service.- The valet turns off automobile lights if not required prior to the delivery of the vehicle to the guest.- All tags are removed from the mirror and keys at the time of check-out of guest and vehicle.- Valet parking attendants use guest's name as written on ticket, inquires if the guest needs directions, andinvites the guest to return.

F.05.02.02S If valet parking is offered, the service is available 24/7.

F.05.02.03 If there is a charge for parking, rates are posted and guests may apply charges to their room account.

F.05.03.01 When valet service is provided, parking attendants are able to respond to guest and patron damage claims.

F.05.03.02 A manager is involved in the communications process with guests during times of loss, injury or damage.

F.06.00.00 LUGGAGE ASSISTANCE

F.06.01.01 Luggage service is available upon request 24/7.

F.06.01.01S Bell services are staffed 16 hours per day.






F.06.02.05 Upgraded guests are informed of specific upgraded amenities.

F.06.02.06 Attendants open connecting doors, if appropriate; otherwise, ensure that they are locked.

F.06.02.07S Attendant offers or explains all of the following additional service / features:- Restaurants- In-Room Dining

- Minibar- In-Room entertainment system - Fire, Life & Safety - Hotel safe deposit box and/or in-room safe- Offers services such as making restaurant reservations or taking items to the laundry

F.06.03.01S Luggage is delivered to guestroom within 10 minutes of check-in and picked up from guestroom within 10 minutesof the request. (Group / crew luggage delivery and pickup may exceed 10 minutes but may not exceed 30minutes.)

F.06.04.01 Upon departure, attendants use the guest's name and consistently provide the following services:- Inquire how the guest enjoyed their stay, and respond appropriately using problem resolution skills ifappropriate.- Offer to have car delivered, if parked in valet parking or to arrange transport if required.- Invite the guest to return.

F.07.00.00 LUGGAGE STORAGEF.07.01.01 Luggage storage is available 24/7.

F.07.01.02 Storage area is secured and off-limits to non-authorized staff and guests.

F.07.02.01 Claim checks include limits of liability and meet current Brand Graphic Standards.

F.07.03.01 A manager is involved in the communications process with guests during times of loss or damage.






F.08.00.00 LAUNDRY AND DRY CLEANING


Laundry and dry cleaning services are available.

F.08.01.01S Laundry/dry cleaning hours of operation are minimum 5 days per week, same day service if in by 9AM - return by6PM.

F.08.01.01S A Overnight express service including pressing is required for Airport hotels and must be returned by 7AM if broughtin by 10PM the night before, 7 davs a week.

F.08.02.01 Laundry/dry cleaning forms accurately and clearly explain hours of operation and charges for all servicesprovided.

F.08.02.02 Shirts can be laundered with or without starch and returned on hangers or folded in boxes or baskets.

F.08.03.01 All items are returned clean, fresh smelling, pressed and properly packaged. Hanging items placed in closet,folded items are boxed or placed in baskets.

F.08.04.01 Guests are notified of delays, damage and non-removable stains.

F.08.04.02 When returning items and finding a "Do Not Disturb" sign, the attendant returns later and/or leaves the guest a

card under the door indicating the contact telephone number to have the laundry delivered.

F.09.00.00 TRANSPORTATION

F.09.01.01 A Airport hotels provide complimentary airport transportation every 20 minutes or less, beginning 90 minutes prior tothe first departing flight of the day and ending 1 hour after the last departing flight of the day. Outside ofscheduled hours, shuttle service is provided on an on-call basis. **Should local custom dictate, a charge for thisservice may be permitted.

F.09.01.02 Only authorized associates drive the shuttle van. Authorized associates are regularly reviewed for compliance tosafe driving requirements. If shuttle van is larger than 14 passenger, then associates are properly licensed todrive the vehicle. Drivers are not permitted to smoke in the vehicle.

F.09.02.01 Signage on shuttle vans and other vehicles comply with Brand Graphic Standards. All vehicles used to transportguests are clean and in good condition.

F.10.00.00 SAFE DEPOSIT BOXES

F.10.01.01 Clean and well maintained safe deposit boxes are available for guest use at no charge. An agreement with thelocally appropriate limited liability text should be concluded for each guest, and every entry until return of boxshould be duley noted wby signatures from hotel representative as well as guest. All guests are advised of lostkey liability and that there are no duplicate keys to any safe deposit boxes. Safes in guestrooms do not eliminateneed for this standard.

F.11.00.00 SHOE SHINE

F.11.01.01S Overnight shoeshine service is available and includes:- Room pick-up- Information printed in the Guest Services Directory






F.12.00.00 RETAIL SHOPS

F.12.01.01S An attractive, well maintained, sundry-gift shop is available and open, at a minimum, from 7AM - 10PM, 7 days perweek. Hours are clearly posted. The shop is stocked with the following items:- Selection of local and international newspapers- Office supplies- Selection of name brand toiletries (minimum items include: contact lens all purpose solution, deodorant,

feminine products, nail file and nail polish remover; hairbrush or comb, hand wash laundry detergent, clothes/lintbrush)- Postcards

- Film and disposable cameras- Batteries- Magazines- Essential clothing (minimum items include: stockings, socks, ties).- If a retail shop is not available, selected items can be sold at the reception.

F.12.01.02S Gift shop design at new or renovated hotels is approved by Starwood prior to construction and stocking.

F.12.02.01S R Resorts offer logo wear, sport and recreation items, and souvenirs appropriate to the type of resort.






G.00.00.00 GUESTROOM

G.01.00.00 DOORS & WINDOWS

G.01.01.01 ESSENTIAL STANDARD:

The following life safety and security equipment are in place and fully functional in all rooms at all times:

- Reprogrammable, electronic card access

- Door viewer on guestroom door - 180 degrees- Primary locking device - minimum 2.5 cm. throw deadbolt

- Secondary locking device u-bolt (no chains or slide bolts)

- Self-closing door mechanism

- Safety and security instructions and evacuation plan on the back of the guestroom entry door (or for

panel doors, may be on wall adjacent to door), per brand requirements and graphic standards. Minimum

of 2 languages(local and English)- 2 connecting door locking devices; primary is a 2.5cm. throw, thumb operated deadbolt, secondary is

either a u-bolt or doorknob with catch and face plate

- 2 patio sliding door locking devices; any combination is acceptable as long as they operate

independently of each other

- Notice on patio doors advising guests to double lock doors when not in use

- Window logo decal at eye level on glass patio doors

G.01.02.02 Door viewer in place at appropriate height for standard or handicapped room.

G.01.03.01S Guestroom windows are properly sealed and do not open more than 10 cm. Windows may have a safely lock toallow access for cleaning.

G.02.00.00 BEDDING

G.02.01.01 All beds include the following as per EAME Procurement Agreements (StarwoodOne EAME - Procurement -Agreements):- At least one blanket is provided per bedAt least 4 pillows is provided per room (3 in case of one sgl/twin bed). Spare to be wrapped & stored in closet. Aselection of pillows shall be available (down, feather/down, foam & non-allergenic).- White sheets- Bedspread, Blanket/Duvet and skirting- Completely covered mattresses and boxsprings -- ticking is never visible, even when bedspread is pulled back.- One additional blanket shall be stored in each guest room. (The blanket should be covered or wrapped inplastic. Duvets available upon request.)

G.02.01.01S ESSENTIAL STANDARD:

All new builds and hotels undergoing renovation including bedding must have the “Sheraton Sweet

Sleeper Bed” . All other hotels are recommended to plan for change to “Sheraton Sweet Sleeper” beds

and bedding as soon as possible. This is a future Standard and effective dates as well as specifications

and sourcing details will be forthcoming. Please refer to StarwoodOne EAME - Procurement -

Agreements.

G.02.01.03 Mattress and pad are per EAME Procurement Agreements (StarwoodOne EAME - Procurement - Agreements).

G.02.01.04 All bed linens are free of holes, fraying, stains, etc.






G.03.00.00 FURNITURE, FIXTURES & EQUIPMENT (FF&E)

G.03.01.01 All FF&E packages are reviewed and approved by Starwood prior to purchase and installation.

G.02.01.02 Room contains a dresser/armoire/cabinet with a minimum of two drawers available. Recommened that pieceaccommodates current TV. Please refer to StarwoodOne EAME - Procurement - Agreements.

G.03.02.02 Armoire, dresser or closet drawers pull smoothly.

G.03.03.01S Bed headboard is wal l-mounted.

G.03.04.01S Nightstand(s) are in place. One is between beds in twin rooms and two are placed on either side of bed (wherespace permits) in queen and king rooms.

G.03.05.01S All rooms in non-resort locations have a desk with a minimum depth of 60cm. and minimum length of 1.2 mtrs. InResort and Vacation locations, a 1 mtr. round or square table is acceptable as long as lighting, electrical outlet,and phone access is convenient.

G.03.06.01S Sofa or loveseat or lounge chair (accompanying ottoman strongly recommended) with appropriate table is in placein each room.

G.03.07.01 Draperies are in place and 100% blackout. Drapes and sheers are full length (unless structurally prevented) andfull width with weighted hems wand controls; sheers are full width with weighted hems and wand controls.

G.03.07.02 Draperies are hooked and hung properly; cords and springs are functioning properly.

G.03.08.01 Each room contains a full length, wall-mounted mirror with a frame; mirrored door closets are acceptable only inSheraton and Four Points by Sheraton.

G.03.09.01 Balcony funiture must consist on a minimum of 2 chairs and one table.

G.04.00.00 Please refer to StarwoodOne EAME - Procurement - Agreements.

G.04.01.01 A ESSENTIAL STANDARD:All rooms contain the following items (Please refer to StarwoodOne EAME - Procurement - Agreements):- Hair dryer- Iron and ironing board on request. Highly recommended for Airport Properties.

- In-room coffee/tea making facilities available upon request. MANDATORY for Aiport Hotels

- Television (remote control is not attached to furniture)- AM/FM clock/radio (placed bedside) or on television set

G.04.01.01S Guestroom items do not have hotel-affixed identification such as stickers or other markings to deter removal byguests. The exception to this is bathrobes, which typically include a professionally designed hanging card thatprovides an option for guest purchase.

G.04.01.02 Hotel offers a pay-per-view movie system with a variety of popular movies and a video check-out option.Subject to local regulations.

G.04.01.03 Free-to-guest TV channels (at a minimum):- Hotel channel for daily events/promotions- Unicef, TV5, ORE24 channels- CNN and one additional news channel ( BBC,NBC or SKY)- At least one (1) Sports channel (Eurosports,ESPN or SKY)

-






G.04.02.01S Desk telephone is a two-line speakerphone, bedside telephone may be single-line phone. Telephones meetEAME Purchasing specifications (Please refer to StarwoodOne EAME - Procurement - Agreements). Anacceptible alternate to the two-line desk phone is a single-line phone with the second line as a stand-alone analog

jack conveniently located on or near the desktop. To be included in next renovation and mandatory for new

builds.-

G.04.02.03 Telephone dialing information and pricing is provided per Brand Graphic Standards in a minimum of two different

languages where applicable ( Local and English)

G.04.02.04 Current sets of residential and business telephone directories available in-room or upon request.

G.04.02.05 A portable card is available outlining voice mail instructions for the guest when calling from outside the hotel.

G.04.03.01S All rooms contain beverage supplies, consisting of tray, 6 drinking glasses (with coasters or stand caps, per BrandGraphic Standards) and ice bucket where ice machines are available on guest floors (Please refer toStarwoodOne EAME - Procurement - Agreements).

G.04.04.01 Desk wastebasket with liner.

G.04.05.01 Reputable International (English) or local newspaper is delivered to all Suites, Towers, SPG and other VIPcustomer guestrooms on weekdays. Complimentory International (English) and reputable local newspapers mustalso be available in public area sevendays per week.

G.04.06.01 At least 3 ashtrays are placed in smoking rooms - bathroom, nightstand and desk.

G.04.07.01S The following items MUST be Available Upon Guest Request and listed in the compendium:

- Rubber bath mats - Non-allergenic (foam) & feather pillows.- Bath robes / slippers - Non-allergenic blanket or duvet- Additional bed / bath linens - Shaving kit- Humidifier / fan - Iron & Ironing Board **- Collar stays - Tampons/Sanitary towels- Cotton swabs / cotton balls - Nail file & polish remover- Shower cap - Baby kit: bottle warmer, diapers, wipes.- Hangers - Adapters **- Toothbrush and toothpaste - Coffee/Tea makers **

- Make-up mirror - First Aid items- Hair dryer - Clothes brush- Disposable razor - Comb/Brush

- Flower vase - Mouthwash- Mini-refrigerator - Deodorant- Religious text - Contact Lense solution and cases- Rollaway bed - Heater **- Bathroom scale- Sewing kit- Adaptor **subject to local regulations.






G.05.00.00 BATHROOM

G.05.01.01 All bathrooms contain the following signature items (must have all items to be compliant). Please refer toStarwoodOne EAME - Procurement - Agreements:- Amenity tray (Sheraton and Westin only)- Tissue box cover (with 2-ply facial tissue)- Soap dish

- Wastebasket, ignition resistant grade material- 2 glasses placed on either a coasters or stand caps

G.05.01.02S All bathrooms contain the following amenities (Please refer to StarwoodOne EAME - Procurement - Agreements):- Ashtray (in smoking rooms only)- Shower curtain or fixed door- Toilet paper - 2 rolls, 2, ply minimum- Variable flow showerhead- Shower Rod

G.05.03.01 Bathroom terry is in place and meets EAME Purchasing standards (Please refer to StarwoodOne EAME -Procurement - Agreements) in the following quantaties:- At least two bath towels

- At least two hand towels- At least two wash cloths- At least one terry bath mat

G.05.03.02S Bathroom amenities consist of the following items (Please refer to StarwoodOne EAME - Procurement -Agreements):- Shampoo- Soap (2 sizes)- Shower Cap- Bath Gel- Shoe mitt- Sanitary bags- Conditioner (Optional)- Lotion (Optional)- Back-up bathroom amenities for any items that have been partially used are provided. Amenities offered arepacked and arranged neatly.

G.05.03.05 Toilet paper is folded to a point.

G.05.04.01 The bathtub has a slip-resistant surface.

G.05.04.02 The hot water temperature rage is 48 -50C at a minumum within 10 seconds of opening the tap. Water pressureis within the range of 50 to 80 psi. (60 is optimal)

G.05.04.03 All bathrooms contain grab bars in bathtub.

G.05.04.04 Grab bars must be installed and meet Starwood Architectural Standards.

G.05.05.01S Bathroom flooring is commercial quality, non-slip ceramic, porcelain, marble or granite.






G.06.00.00 LIGHTING, TEMPERATURE CONTROL AND IN-ROOM ELECTRICAL

G.06.01.01 Bright and appropriate lighting shall be in place. No fluorescent light bulbs shall be in place.

G.06.02.01 Corridor lighting provides illumination throughout corridor and minimum 25 watt at each entry door.

G.06.02.02 Corridor lighting effect and f ixtures are homogenous.

G.06.03.01 Guestroom has at least 3 lighting fixtures (in double rooms, the bedside fixture has two bulbs), providing aminimum of 100 watt in task areas (desk, leisure area, bedside fixture), 60 watt in the entry area ("foyer") and 25watt in the closet area. Dual lighting is required at the bedsid lamp upon next renovation.

G.06.03.02 Bright and appropriate l ighting shall be in place.

G.06.04.01 All light bulbs are in working order.

G.06.04.02 Guestroom ceiling lights and fixtures are firmly attached and in proper working condition.

G.06.05.01 Guestroom temperature controls meet all the following to be compliant:- Individual room temperature control - to be included in next full renovation

- Wall-mounted controls for temperature and fan speed visible and accessible.- Provide the choice of heating or air conditioning (some tropical climates may not require heat)

- Equipment is in proper working order- Fan units are not loud or intrusive and do not disturb guests- Heating or air conditioning units do not emit chemical odors

G.07.00.00 CLOSET

G.07.01.02 Halogen lighting is not used in closets. Cold lights are permitted.

G.07.02.01 Luggage rack(s), per EAME Purchasing standard (Please refer to StarwoodOne EAME - Procurement -Agreements). Luggage bench(s) are an acceptable alternative when included in FF&E package.

G.07.03.01 Total of ten (10) open hook hangers including a minimum of four (4) skirt hangers are present. Anti-theft hangersare not permitted.

G.07.05.01 Closet contains two laundry lists and two plast ic or cloth laundry bags, both meeting Brand Graphic Standards.

G.07.06.01S Safety deposit boxes shall be available at each property for guest use. Safety deposit boxes may be locatedeither in the guest room or be available through the Front Office. Recommended for next renovation, in-room

safes with socket for telephone and laptop re-charging.

The following notice should be conveniently located close to the in-room safes: USEOF IN-ROOM SAFESThis in-room safe has been provided as a courtesy for the added convenience and privacy of our guests, andshould not be considered a substitute for the safety deposit boxes available at the front desk, which offer a greaterlevel of security. The use of the in-room safe and the safety deposit boxes does not increase, extend or changethe hotel's liability, or lack thereof, under applicable law, regulation or ordinance.






G.08.00.00 MINIBARS

G.08.01.01S All hotels must provide minibars in all guestrooms.

G.08.01.03 Minibars keys are not issued to minors.G.08.01.03S Minibars do not require keys on the Tower floors, unless mandated by lawG.08.01.04 No ice trays should be available in the minibars.

G.08.02.01 All minibar inventory is listed on a price sheet with the brand logo, per Brand Graphic Standards.G.08.03.01 Minibar:

- Minibars are replenished and fully stocked every 24 hours and on requested basis. All items are available onrequest 24 hours.- Restocking occurs no more than 30 minutes after the guest's request.- A restocking telephone number is listed in the compendium.- Minibars are clean and free of built up frost.- All items stocked have a supplier controlled expiration date.- All items have seals.- Set-up: 2 napkins, 2 stir sticks, 2 wine glasses, 2 tumblers, 2 highball glasses and high quality bottle opener andwine opener where necessary. Ice bucket to be included if ice machines available on guest floors.

G.08.04.01 Minimum Beverage requirements:- 1 bottle of mineral water (International brand name)

- 1 bottle of sparkling water (International brand name)- 2 Coca Cola - 2 Coca Cola light (diet)- 2 Orange Juice - 1 Tomato juice- 2 Local beer - 2 Imported beer (upscale brand)

G.08.05.01 Minimum Spirit requirements:- 2 Blended Whiskey/Scotch- 2 Vodka- 2 Gin- 2 Cognac or Brandy

G.08.06.01 Minimum Food items: (A selection of 3 of the following items)

- Salted peanuts and cashews- Assorted mixed nuts (Quality name)- Chocolate (Quality name)- Potato Chips (crisps)- Pretzels- Cookies

G.09.00.00 IN-ROOM COFFEE SERVICE

G.09.01.01 A In addition to coffee/tea service includes all of the following:- Coffee tray- Coffee mugs/cups (2)- Amenity tray must include regular and decaf coffee for 2 persons, a choice of two teas, sugar, sugar substitudeoption, coffee cream, 2 cups/saucers or mugs and 2 spoons.

G.09.01.02 If coffee /tea service is offered on complimentary basis (extra packets beyond the two required may be charged touest . Su lies should be checked and re lenished on a dail basis in all occu ied rooms.






G.10.00.00 IN-ROOM COLLATERAL

G.10.01.01S ESSENTIAL STANDARD:

Compendium or Information Holder meeting is present or via TV and contains, at a minimum, the

following:

- Welcome letter from General Manager on stationery per Brand Graphic Standards

- Guest services information - areas covered include restaurant options, fitness center, business

services, housekeeping services, and on-call items items available at the front desk- In-Room Dining menu with statement regarding 30-minute delivery guarantee may either be in the

compendium or located seperately on the desk

- Information on how to make toll free reservations "Next Stop Sheraton"

- List of available request items

G.10.02.01 The following pieces of in-room collateral are present in the quantities indicated, consistent with Brand GraphicStandards.- Guest stationery (3 sheets and 3 envelopes), in compendium- Current application form for SPG, in compendium- Pens and notepads by each telephone. Notepads should have hotel name,logo, address and telephone/fax,email and website details.- Doorknob breakfast menu (required unless ordering is available through television)- TV channel listing- Voice mail dialing instructions on small, take-away card next to telephone(new)

- Telephone charges(according to local regulations)- "Do Not Disturb" hangers /signage must not state "service please" due to security reasons.- Plastic or cloth laundry bag and laundry and dry cleaning slips- UNICEF Night Stand Card -Green Room signage and information

G.10.02.02 One full-sized Starwood Worldwide Directory is available in each guestroom. Additionally, an ample supply isavailable at the front desk and sales offices.

G.10.03.01S The following collateral items are delivered to guestrooms where appropriate and are consistent with BrandGraphic Standards:- Turndown card- In-Room Dining tray pickup card

G.10.03.02 Only business affiliated advertising is permitted in the guest room.

G.11.00.00 CLEANING

G.11.01.01 Complete room cleaning services available "on call" at least 16 hours per day.

G.11.01.02 Towel and bathroom amenity replacement available 24/7, within 15 minutes of guest request.

G.11.01.02S Housekeeping request items available 24 hours.

G.11.02.01 Guestroom is free from odor, and cleared of In-Room Dining dishes.

G.11.02.02 The following bedroom areas or items are in excellent condition and are clean and ready for guest use. They arecompletely free of dirt, chipping, streaks, stains, cobwebs, hair, smudges, dust and odor, and are neatly arrangedas necessary:- Underside of bed- Headboard






G.11.02.03 Guest clothing is neatly draped over furniture; personal papers, documents, computers, etc. on the desk are not re-arranged.

G.11.02.04 Beds have clean sheets daily unless guest volunteers to participate in a "green" or recycling program.

G.11.02.05 No items removed from room unless in wastebasket.

G.11.03.01 The following bathroom areas or items are in excellent condition and ready for guest use. They are completelyfree of dirt, debris, hair, mold, streaks, stains, residue, chips, smudges, dust and odor, and are neatly arranged asnecessary:- Bath amenities- Bath linen- Walls and ceilings- Drinking glasses- Bathroom floor and baseboard, including area behind toilet- Mirrors and light fixtures- Shower curtain and liner- Showerhead (and pointed toward the bathtub sidewall)- Tiles, tub and soap holder- Toilet, including bowl, rim, base, seat, cover and fixtures- Towel racks- Tub and sink chrome

- Vanity top, sink, counter- Bathroom door- Wastebasket- Amenity tray -Hairdryer

G.11.03.02 Guest personal items are arranged neatly on sink or counter. Guests' electrical appliances are unplugged unlessitem is a rechargeable appliance, cell phone or computer.

G.11.03.03 Bathroom trash cans must use a l iner or plastic bag.G.11.04.01S Turndown service is:

- Available to all SPG platinum and VIP members, luxury suites, VIP guests, and any guest requesting theservice.- Provided during the hours of 6PM to 9PM, unless otherwise requested.

- Described in the compendium.






H.01.04.01 Beverage Service:

- Correct style of glassware is used for each beverage.- Mixed drinks are served with a stir stick.- Drinks are appropriately garnished.- In select cases, glassware is chilled to properly serve the drink.- Cocktails are prepared using the hotel's "pour policy" (measuring device is used; no free-pouring is allowed) andstandard beverage recipes.

- Glassware is handled by the stem or base.- Wines by the bottle are presented and opened at the table for host sampling and approval before serving toother guests; ladies are served first, then gentlemen, clockwise, ending with the host.- Wine and beer are served at the appropriate temperature per regional practice.

H.01.05.01 Food Service: Staff shall be able to explain food promotions and menus items. * correct style and range of cutleryand crockery shall be available for each item. Table setting shall be properly adjusted to the number of guests atthe table* Hot food should be served hot, cold food served cold* Appropriate condiments are to be served witheach food item.* Tables should be cleared once all guests have finished eating* Tables will be crumbed down atthe conclusion of the main course. (or cheese where applicalbe)* Ashtrays will be changed prior to each courseand as required* Staff shall be attentive and anticipate guest needs and inquire during the course of the meal"how are you enjoying your meal?"* Staff shall thank guest for dining at the outlet.

H.01.06.01 Providing the Check:

- At breakfast, the server places the accurate breakfast check discreetly on the table when the entrée is served orimmediately after buffet is ordered.- At lunch and dinner, the server gives the accurate check within 3 minutes after request- All checks are clean, accurate, free of stains. Checks are presented in a bill presenter with hotel pen. a plastictray is not used.- checks are presented in an appropriate style for the outlet.

H.01.07.01 Clearing Tables:

- All glasses, dishes and flatware are cleared as courses are finished.- In beverage venue, guest is offered further service upon near completion of beverage.- Glasses are cleared as guest is finished. Empty glassware is removed before new beverage is served.- Tables are not cleared until ALL guests have finished course. -Where law does not prohibit smoking, ashtrays are changed prior to each course and additionally as required.

H.02.00.00 PHYSICAL AND SET-UP

H.02.01.01 Every restaurant offers smoking (where permitted by law) and non-smoking sections. It is recommended that thesmoking section contains a minimum of 20% of the available seats. Local regulations with regard to size andlocation must be met.

H.02.01.02 Tables and chairs are clean, well maintained and stand firm/do not wobble. All items on the tabletop areconsistent and cohesive with the theme of the outlet. Dinner tabletop setting is distinguishable from breakfast andlunch.

H.02.01.03 Plants and planters are maintained in good condition and free of debris.

H.02.02.01 Table settings are clean and uniform throughout the restaurant.

H.02.02.02 Linen tablecloths, placemats, napkins, service cloths and banquet skirting are clean, and free of holes, tears,frayed edges and stains.






H.02.02.09 Plants, flowers and/or food props made of plastic are not used anywhere in the hotel.

H.02.03.01 Paper cups and plates are only used indoors for "To Go" items or for poolside service. Paper napkins are neverused for indoor banquet functions (except for cocktail napkins) unless the theme specifically requires them.

H.02.04.01 All menus are concise and consistent with the theme of the restaurant. All menus have a contemporary and

professionally produced appearance. Menus are free of dirt, stains and worn edges.






H.03.00.00 FOOD, BEVERAGE AND MENU STANDARDS

H.03.01.01S Menus include the following:- Printed on superior quality paper. Laminated may be acceptable if kept in style with theme.- Menu type font size is large enough to be easily read.- Menu content is in line with theme of restaurant- Menu items are adequately described with clear and specific language.

- Menu content to comply with "trade descriptions"- Airport hotels will have Body Clock cuisine- Menu shall be printed in native language (first) as well as English. Multiple languages are based on market mix.

H.03.01.02 Vegetarian menu items are available in all outlets including in-room dining.

H.03.01.03 Children's menu items are available in all outlets including in-room dining.

H.03.01.04 All food advertised on the menu and served must be purchased from approved suppliers and prepared inaccordance with local environmental health standards. Suppliers of all products must have a due deligence visitby hotel or an approved consultant.

H.03.02.01S A minimum of two waters is offered - one sparkling and one still.

H.03.02.02S A minimum of 2 juices is used. Orange juice must be freshly squeezed.

H.03.02.03 An assortment of premium soda products (I.e. Diet Coke, Coca-cola and Sprite) is offered.H.03.02.04 Beer offering includes a minimum of two imported and three domestic beers and one non-acholic beer. One is on

tap. As markets dictate, local microbrews are included.

H.03.02.05 Minimum wine by the glass offerings include Wines of the World - subject to local import regulations

H.03.02.05S Wine is served (where legal) by the bottle, half bottle and glass with selections presented in a wine menu that maybe part of the food menu. Where half bottle selections are very limited or unavailable, the selections of wines bythe glass must be increased to compensate.

H.03.02.06S Liquor offering includes internationally requested and recognized name brand beverages and dependant on localsupply availability. Only premium branded well and back bar spirits are served (no "generic" brands areacceptable). Liquor offering must also include five cognacs or brandies and five liqueurs. Traditional blendeddrinks, cocktails and a selection of both alcoholic and non-alcoholic drinks are offered. Liquor drinks andcocktails have a measured pour of liquor and meet local regulations.

H.03.03.01 Coffee (regular and decaffeinated) is freshly brewed and served with cream and milk selections.

H.03.03.02 Full fat, semi-skimmed and skimmed milk and one dairy substitude are available.

H.03.03.03 Varieties of regular, herbal and decaffeinated teas are available. A minimum variety of four teas is available.

H.03.03.04 Sugar and 1sugar substitute are placed on the table prior to coffee and tea service.

H.03.04.01 Foods are served at the appropriate temperature (hot food is served hot and cold food is served cold). Cold foodand drinks are never served on warm plates or in warm glassware.

H.03.04.02 Food appearance is consistent with menu descriptions and is prepared as ordered.

H.03.04.03 Appropriate condiments are served with all items and should be recognized International brands.






H.04.01.01S Minimum restaurant hours are 6:30AM to 10:30PM Monday through Friday, and 7AM to 10:30PM on Saturdayand Sunday. Restaurant may close for up to 3 hours between lunch and dinner, during which time food service isavailable from the Lounge.

H.04.01.02S R Resorts provides two restaurants (not including poolside operation). The second restaurant need not be open forall meal periods in off-peak seasons.

H.04.02.01 A Breakfast is available at airport hotels 24 hours per day. Standard met either through open food venue, In-RoomDining, or by making available a coffee cart plus breakfast "To Go Bag" which may includes such items as: iewater, piece of fresh fruit, muffin, muesli bar, danish, yogurt etc. Hotel may charge for this item. Item may beavailable to guest at the front desk (in a temperature-controlled unit) or via In-Room Dining

H.04.02.02S Á la carte service is required for breakfast in addition to a breakfast buffet (when offered). The á la carte breakfastmenu highlights starters (fresh fruit and juices), cereals (includes one high fiber selection, with milk served in aproper pouring/serving container, not a drinking glass, or as legally mandated), entrees (eggs,pancakes andwaffles), and sides (potatoes, hashes, meats, breads,vegetable option). All items are familiar and efficient for thekitchen to prepare.

H.04.02.03S Buffet: Buffet food is fresh, of high quality, properly presented (temperature control) and replenished in a timelymanner. Presentation varies in height and dimension. Buffet is appropriate to the property and function. Showcooking is encouraged for egg station.

The following cold food breakfast items must be offered on the buffet:- Cereals (packets and/or loose cereal) - selection of 3- Yogurts - selection of 3 to include 1 plain and 2 low fat flavors- Fresh cut fruits – selection of 3 perfectly ripened seasonal fruits- Fresh whole fruits – selection of 3 perfectly ripened seasonal fruits- Freshly baked bread and rolls – selection of 5 varieties- Selection Danish pastries and freshly baked croissants- Condiments- Butter and polyunsaturated spread (butter substitute) are available- Jams/preserves- selection of 3 (sugar free is available)- Honey.- Cold cuts (selection of 3) and whole or sliced cheese (selection of 2)Hot buffet foods must include:- Fresh eggs minimum of 2 styles.- Sausage and bacon

- Vegetables - - Pancakes or waffles- Must provide a high quality toaster for guests to freshly toast their own bread on buffets.- One potato dish

H.04.02.04S A Japanese breakfast option is provided as appropriate to market mix.

H.04.02.05 Professionally etched or printed tags are used for labeling of items on the buffets.

H.04.03.01S Lunch Menu Requirements:The menu at lunch offers popular selections to include starters and sides (soups, side salad, etc.), sandwiches,entrees (salads, full plates) and desserts. All menu items are familiar to the guest and efficient for the kitchen toprepare and available at least one outlet.






H.05.02.01 The beverage venue provides comfortable seating and service at the bar and at tables.

H.05.02.02 Lighting is dimmable.

H.05.03.01 Food service is available.

H.05.03.02 Complimentary fresh bar snacks are offered to lounge patrons and are fresh for each guest.

H.05.03.04 Responsible beverage service is required. Drink promotions that encourage excessive consumption are notpermitted. This differs from upsell creative drink programs, which are permitted and encouraged.

H.05.03.05 Server can explain drink preparations, vintages and special beverage promotions.

H.05.03.06 Guests are offered further service upon near completion of beverage (without serving to excess).

H.06.00.00 IN-ROOM DINING

H.06.01.01 ESSENTIAL STANDARD:

In-Room Dining is provided for three meals per day.

H.06.01.02S Hotels offer 24-hour In-Room Dining. Limited late night menus may be available.

H.06.02.01 Breakfast Menu Requirements:Full American, continental and á la carte items are offered. Menu mirrors restaurant selections (a few items ineach category may be offered).

H.06.02.03 In-Room Dining overnight breakfast ordering is available. If a doorknob menu is used, the guest's name does notappear on the menu, but guest initials are used. Breakfast menu offers delivery time in 15 minute increments.

H.06.02.04 All Day Dining Menu Requirements:The menu consists of starters, sandwiches, sides, desserts and alcoholic and non-alcoholic beverages. Items toinclude best sellers from the restaurant.

H.06.02.06S Gratuity,service and tray charge procedures are clearly noted on all In-Room Dining menus.

H.06.03.01 All In-Room Dining order takers and servers have a good command of the local language and english.

H.06.03.02 Order taker records order and reviews it with the guest to ensure satisfaction; makes all corrections withouthesitation; and confirms delivery time.

H.06.03.03 Order taker uses the guest name during the order process.

H.06.03.04 Guests are notified of any delays.

H.06.04.01 Procedures for guestroom access are followed; if appropriate, newspapers are picked up outside the door anddelivered to guest.

H.06.04.02S The correct In-Room Dining order is delivered within 30 minutes of receipt of order. Orders delivered later than 30minutes are provided on a complimentary basis by the property. In-Room Dining menu clearly state: "Weguarantee we will deliver your In-Room Dining order in 30 minutes" or your order will be complimentary. Unlesscommunicated for items requirin a lon er preparation period.






H.06.04.09 Server offers appropriate hospitality comment, greets guest by name and thanks the guest before departing.

H.06.05.01 All items are covered or wrapped for sanitation and temperature control purposes and served at the appropriatetemperature.

H.06.05.02 Trays are clean, in good condit ion and non-plast ic.

H.06.05.03S Fresh flowers accompany every In-Room Dining order.

H.06.05.04 Paper covers are not torn, wet or marked.

H.06.05.05 Salt and pepper shakers are clean and included as appropriate (portion control packs are not used).

H.06.05.07 A tent card is placed on the In-Room Dining tray/table suggesting the guest call for tray removal.

H.06.06.01S Trays are removed from the guestroom within 15 minutes of the guest request.

H.07.00.00 BANQUET SERVICES

H.07.01.01 All properties provide guests with an attractive brochure (compliant with Brand Graphic Standards) which includesdiagrams of all function space and an accurate assessment of the capacity for each setup as well as a listing ofthe services provided and sample menus.

H.07.01.02 Current sales kits and business cards (compliant with Brand Graphic Standards) of catering/events sales managerare available and easily accessible to staff and guests.

H.07.01.03 A variety of banquet menus for breakfast, lunch, dinner, coffee breaks and receptions are available, along withroom rental information, service guidelines and prices.

H.07.01.04 Meeting rooms are individually named.

H.07.01.05 Walk-in sales calls are responded to within 24 hours (Mon - Fri). Within 48 hours (Sat/Sun)

H.07.01.05S Banquet, catering, sales office or office of the staff member responsible for banquet sales is open for guestservice a minimum of 10 hours per day, 5 days per week, Appropriate staff are available for short term bookings 7days per week.

H.07.01.06 Written initial proposal to client, including prices and appropriate brochure(s,) is sent to the client within 24 hours.It is highly recommended to respond by the end of the working day (same day).

H.07.01.07 Post function follow up contact is made within 48 hours of the function via Thank you letter, fax, email ortelephone to all functions over 10 participants.

H.07.02.01 Banquet services to private meeting rooms are available a minimum of 16 hours per day, 7 days per week.

H.07.02.02S Banquet F&B service to private meeting rooms is provided upon request from 6:30AM through the dinner mealperiod. In Airport hotels,Pen&Fork Cuisine should be available as a luncheon option (new)

H.07.03.01 Banquet equipment to include (at a minimum):- Comfortable, premium quality banquet chairs with fabric-covered, padded backs and seats- Classroom style tables- Buffet/conference tables






H.07.05.01 Bottled water (sparkling and still) is available and is served cold. Water may be pre-set for banquet functions, butis chilled.

H.07.05.02 Premium brand spir its are available at banquet bars.

H.07.05.03S Three coffee break options and continuous coffee break service is offered.

H.07.05.04S A minimum of one theme coffee break is offered.

H.08.00.00 MEETING/CONVENTION SERVICES

H.08.01.01 A meetings coordinator/convention services manager or appropriate deputy must be available to groups holdingmeetings on property for a minimum of 10 hours per day. After hours, an associate (either captain, MOD orsupervisor) must be assigned to respond to meeting requests.

H.08.01.02S Meeting/convention services are available 24/7.

H.08.01.04 Contracts include cancellation, guest relocation, deposit and payment policies.

H.08.02.01 Directional signage from the lobby to meeting rooms is clear and easy to read.

H.08.02.02 Black-out curtains or blinds are provided in rooms with natural lighting.

H.08.02.03 A house phone is located in each meeting room and contact information for assistance with meeting professionalis posted near phone.

H.08.02.04 Podiums are clean, well maintained and feature proper brand logo near top of podium for easy viewing.

H.08.02.05 Podium signs use the horizontal hotel signature in one color or material only, per Brand Graphic Standards.

H.08.02.06 Light bulbs and light fixtures are fully lit; lights are on dimmers.

H.08.02.07 Meeting rooms offer at least one analog line.

H.08.03.01 Meetings services include:- Glasses on coasters.

- Notepads- Logo pens- Pitchers of iced or mineral water per every four guests on drip tray if service is provided. Bottled water isrecommended and preferred, placed in proper holder.- Soft drinks, fruit juices and bottled water are available and served chilled or with ice upon request- Dishes of candy or mints per every four guests are available for functions.- A supply of complimentary office supplies is available- Ashtrays as appropriate

H.08.03.02 An audio-visual brochure is available.

H.08.03.04 The following equipment and supplies are available and delivered within 15 minute notice (during time periods inwhich meetings may be held):- Screen 8' x 8' (2.4 m x 2.4 m) minimum size- Adhesive flip charts with marking pens, plain paper ( lined paper optional)






H.08.03.04S The following equipment and supplies are available and delivered within 2 hours, 24/7:- Screens of standard size up to 12' x 12' (3.6 m x 3.6 m)- Simple rear screen projector- Phone hook-ups, conference (speakerphone)- Microphone with mixers, with technicians- 5-disc CD changer- Multi system video monitors and VCRs with remote controls/ DVD player.

- 35 mm slide projectors and accessories- Cassette recorder- Overhead projectors and accessories- Pagers and walkie-talkies or direct phones f or conference organizers- Staging, pipe and drape- Portable sound (PA) system- Power source and extension cords to meet routine requests for the connection of 3-phase of 220volt equipment.- Data projection unit- Laser pointer

- Audio tapes and accessories.

H.08.03.05 Teleconference facili ties are available upon request.

H.08.03.05S The following equipment and supplies are available and delivered within 24 hours notice:

- Slide projector dissolve system- Sophisticated rear screen projector/video/film setups- Simultaneous translation equipment- High quality sound systems to meet entertainment requirements- High speed internet access where available.

H.08.03.06 Electr ic adapters and converters are available.

H.08.03.06S In addition to the core A/V requirements, the following equipment and supplies are available and delivered within15 minutes notice (during time periods in which meetings may be held):- Data projection unit- Extension cords- Laser pointer- Audio tapes and accessories.

H.08.04.01 Meeting space is clean and in proper working order prior to guest arrival.

H.08.04.02 Requested equipment is in the room and ready for client use.

H.08.04.03 Table coverings are clean, pressed and free of holes, stains and tears.

H.08.04.04 Servicing of the meeting rooms during breaks includes (must meet all items to be compliant):- Replenish water and candy; replace dirty glasses- Replace used ashtrays- Remove debris; empty wastebaskets as necessary- Straighten chairs.- Leave all conference materials






H.09.00.00 POOLSIDE

H.09.01.01 All hotels with swimming pools offer poolside dining. Popular food items, including sandwiches, salads, and snackitems, are offered from an attractively displayed menu. The limited menu must be efficient to produce and featureitems that are easy to eat in a poolside setting.

H.09.01.01S R A poolside bar is present and open for beverage service by 10:30AM and food service by 11:30AM.

H.09.01.02 If there is no pool side F&B menu, an In-Room Dining menu is visible and readily available for food and beverageservice.

H.09.01.03 In-Room Dining accommodates poolside service if a separate facility is not provided.

H.09.01.04 Appropriate, attractive signs advise guests that food service is available and the hours of availability.

H.09.02.01 A telephone is located at the pool per Pool Facility Standards.

H.09.03.01 If orders are placed by phone, proper telephone courtesy procedures are followed.

H.09.03.02 If servers provide food and beverage service, restaurant service procedures are followed.

H.09.04.01 Paper cups, plates, napkins, baskets and high quality plasticware is used; china and glassware may not be used

for poolside service.

H.09.04.02 End tables are adjacent to chaise lounges to facilitate food and beverage service.

sheraton standards1

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